Improving Sales Rep Performance: Life Scientists' Perspectives

Table of Contents

Section 1. Analysis and Interpretation of Survey Results

• Introduction
• Study Objectives
• Significant Findings
• Benchmarking the Customer-Sales Rep Interface
  • Frequency and Type of Customer-Sales Rep Interaction
  • Interaction Frequency by Product Category
  • Identifying Highly Receptive Scientists
• Customer Expectations for Technical Support and Advice
  • Most Valued Technical-Assistance Services
  • Products Requiring Technical Support
  • Alternative Sources of Technical Support
• Customer Expectations for Purchasing Support and Advice
  • Most Valued Purchasing-Assistance Services
  • Products Requiring Purchasing Support
  • Frequency of Sales Rep Follow-Up
• Evaluating Your Sales Force' s Performance
  • Customer-Perceived Sales Rep Visibility
  • Favorable Personal and Professional Attributes
  • Most Useful Type of Assistance for Customers
  • Customer Satisfaction with Technical Assistance
  • Customer Satisfaction with Purchasing Assistance
  • Ability to Generate Customer Recommendations
  • Customer Purchases Attributed to Sales Rep Influence
• Maximizing a Sales Rep' s Effectiveness
  • Facilitating eCommerce
  • Promoting Customer Service
  • Improving Lead Generation
• Recruiting and Training Your Sales Team
  • Desirable Personal Qualities
  • Critical Professional Skills
  • Optimal Sales Force Organization
• Conclusion

Section 2. Study Methodology and Demographics

• Questionnaire Overview
• Questionnaire Design
• Analytical Techniques
• Demographics
• Questionnaire

Section 3. Presentation of Survey Data

• Types of Assistance from Sales Reps
  • Value of Specific Types of Technical and Purchasing Assistance
  • Satisfaction with Technical and Purchasing Assistance from Sales Reps
• Personal & Professional Qualities of Sales Reps
  • Importance of Specific Personal Qualities of Sales Reps
  • Overall Satisfaction with Personal Qualities of Sales Reps
  • Importance of Specific Professional Qualities of Sales Reps
  • Overall Satisfaction with Professional Knowledge of Sales Reps
• Purchasing Support & Advice
  • Products for which Purchasing Assistance is Useful
  • Products for which Purchasing Assistance is MOST Useful
  • Percentage of Orders that Require Purchasing Assistance
  • Desired Frequency of Contact from Sales Reps after Purchasing Instrumentation
• Technical Support & Advice
  • Products for which Technical Assistance is Useful
  • Products for which Technical Assistance is MOST Useful
  • First Source of Assistance for Technical Problems
  • Other Resources of Assistance for Technical Problems
  • Percentage of Orders that Result in a Need for Technical Assistance
• Improving on the Job Performance
  • Form of Sales Force Organization that is Most Useful in Supporting Research
  • Usefulness of Having a Dedicated, Single-Point-of-Contact Sales Rep for All Requests
  • Usefulness of Having a Sales Rep Set Up an Online Purchasing Account for a New Supplier
  • Usefulness of Interacting with Sales Rep for Existing Account Regarding Questions or Problems in Placing an Order
  • Length of Time Willing to Wait to be Contacted by Sales Rep for Question or Problem in Placing an Order
  • Ordering Through a Sales Rep vs. Through Supplier Web Site